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Multi-Tenant Call Recording Solutions For Cisco Hosted Collaboration Solution (HCS) Platform

Please note: this is legacy documentation. Please check out https://docs.miarec.com/all/ for the most up-to-date documentation and user guides. 

 

Cisco Hosted Collaboration Solution (HCS)

MiaRec supports recording calls in the Cisco Hosted Collaboration Solution (HCS) environment. The MiaRec multi-tenant architecture allows to host multiple customers on a single platform and significantly save on hardware and maintenance costs. A single MiaRec instance may collect call recording data from multiple CUCM servers simultaneously (i.e. there is no need to deploy a dedicated recorder server for each CUCM instance).

This article describes the deployment of the MiaRec call recording solution at the service provider premises. For on-premise call recording, please, check Cisco Unified Communications Manager Call Recording.

There are a few ways of recording calls in the Cisco HCS environment:

  • Built-in-Bridge (media is forked by IP phone)
  • Network-based recording using Cisco CUBE (media is forked by CUBE)
  • SIPREC recording using Cisco CUBE or another vendor SBC (media is forked by SBC)

Built-in Bridge Recording

Cisco_HCS_phone_side_recording_v2How it works

  • CUCM sends call metadata to MiaRec recorder using SIP protocol
  • RTP media is forked by Cisco IP phone using Built-in-bridge capability

Pros:

  • Supports any call scenario, including internal calls between IP phones
  • Call metadata includes the agent's extension (see SIPREC recording for a contrast)

Cons:

  • Bandwidth consumption. Each recorded call generates two additional uploading RTP streams towards the recorder. Actual bandwidth consumption depends on the negotiated audio codec. 

Network-Based Recording

Cisco_HCS_Network_based_recording_v2How it works

  • CUCM sends call metadata to MiaRec recorder using SIP protocol
  • RTP media is forked by Cisco CUBE rather than IP phone

Requirements:

  • Cisco media gateway (CUBE) supporting network-based recording
  • The recorded calls have to be routed through CUBE

Pros:

  • No bandwidth consumption on customer premises
  • Call metadata includes the agent's extension (see SIPREC recording for a contrast)

Cons:

  • Call recording is available only for calls passing through Cisco CUBE, i.e. terminated or originated through a SIP trunk. Internal calls between IP phones are not routed through Cisco CUBE and such calls could not be recorded.

SIPREC Recording

Cisco_HCS_SIPREC_recording_v2How it works

  • Call metadata and RTP is forked by Cisco CUBE using SIPREC protocol

Requirements:

  • Cisco CUBE or other vendor SBC supporting SIPREC recording
  • The recorded calls have to be routed through SBC

Pros:

  • No bandwidth consumption on customer premises
  • Zero loads on CUCM. CUCM is not participating in the recording process.

Cons:

  • Call recording is available only for calls passing through SBC, i.e. terminated or originated through a SIP trunk. Internal calls between IP phones are not routed through SBC and such calls could not be recorded.
  • Call metadata doesn't include the agent's extension. The recorded call is stored as a call to/from the shared DID instead of the agent's extension.